Revision as of 16:05, 28 June 2012

Desktop: Desktop shows two-party call when agent signs in while on a conference

Problem Summary

Agent A is not signed in (unmonitored line) and completes a conference with a caller (unmonitored line) and Agent B (monitored line). Agent A signs in during the conference. The agent desktop shows a two-party call with Agent B instead of a conference.

If Agent B hangs up first, the call on Agent A's desktop disappears although Agent A and the caller are still on the call. Agent A will still be in TALKING state.

Error Message

None

Possible Cause

This issue occurs when an agent on an unmonitored device completes the conference.

Recommended Action

None. Although the agent cannot update the call to a conference, this issue does not affect the quality of the conference.